What are the responsibilities and job description for the HVAC Service Dispatcher position at Summa Mechanical Contractors?
Job Summary
Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within a call center environment.
Job Duties
Provide Fast, Friendly and Fun customer service to both internal and external customers
Communicate with technicians and other departments via email, text message and phone
Answer incoming calls, emails, and text messages to close out calls for technicians and sales
Maintain scheduled calls on the Dispatch board making sure that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA
Answer incoming calls from customers related to service, billing, and other departments
Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
Manage customer concerns and work to resolve them efficiently and effectively
Other assigned duties as directed by management
Education and Experience
High school diploma or equivalent
2-5 years experience in a customer service and or dispatcher environment
Intermediate knowledge of concepts, practices, and procedures related to HVAC
Key Competencies
Honesty and integrity
Excellent customer service skills
Ability communicate empathy
Critical Thinking and Problem solving
Detail oriented
Adept learner
Salary : $22
